Implementation Supervisor

FUNCTION: Reporting to the Implementation Manager, the Implementation Supervisor is tasked with supervising and developing Implementation Specialists to ensure a positive onboarding experience for new clients. Works closely with Bangor Payroll management team to achieve key operating objectives and drive efficiencies. Helps to ensure the proper operation of the department including adherence with all applicable laws and regulations.

ACCOUNTABILITIES:

Leadership:

• Builds and promotes a client experience culture among subordinates that is commensurate with bank expectations
• Models BSB Shared Leadership Commitments to ensure positive attitudes and expected standards of conduct among all employees
• May serve as an acting backup to the Implementation Manager, providing leadership, guidance and direction to team members in the absence of the manager

Operations/Process:

• Assists in leading daily activities of the team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals
• Collaborates closely with the sales team to ensure the timely and accurate onboarding of all new payroll clients providing a superior client experience
• Maintains knowledge of all operational aspects of current systems and assists with the implementation of new products, services, and processes
• Assists Implementation Manager with the execution of key operating objectives that will drive long term strategic objectives.
• Provides ongoing employee development via training and coaching of employees
• Ensures that Implementation Team adheres to all policies and procedures
• Serves as a resource for questions and issues associated with the department’s various systems, operating policies/procedures, and miscellaneous issues
• Assists the Implementation Manager in the risk management process by identifying new risks, continually assessing previously documented risks, and working to eliminate or mitigate all operation risks of Bangor Payroll operations
• Collaborate with peers to establish best practices
• May have oversight of team scheduling
• Participate in task forces, strategic initiatives, stretch assignments and collaboration opportunities with other business units

Human Resources:

• Assists in ensuring that the Implementation Team is adequately staffed with properly trained personnel
• Assists in the recruiting, hiring and ongoing employee development of the Implementation Team
• Conducts regular performance monitoring of employees
• Guides and advises direct reports in the more complex phases of work

Client Experience:

• Ensures the client experience meets bank wide standards through continual measurement of client satisfaction
• Leads all members of Implementation Team in following BSB client experience commitments
• Proactively resolves client issues and handles escalated client issues providing exemplary client service

Compliance and Control:

• Stays current on payroll regulations and trends, ensuring staff is properly trained
• Assists in ensuring that the Bank is in compliance with local, state and federal regulations

General:

• Attentive to detail and accuracy, committed to excellence, looks for improvements continuously, monitors quality levels
• Works toward the goal of continued professional and personal development by participating in training/educational opportunities as they become available
• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook
• Performs additional duties as requested
• Maintains strict confidentiality
• Assumes additional responsibilities as requested

Knowledge/Skills/Experience Requirements:

• Four-year college degree or equivalent required
• Certified Payroll Professional (CPP) preferred
• Experience in positively managing and motivating subordinates required
• In depth knowledge of the payroll function and general business practices recommended
• Ability to handle complex problems
• Strong communications skills, verbal and written
• Excellent client service skills required 
• Demonstrated relevant computer literacy
• Microsoft Word, Excel and Outlook proficiency

Physical Demands/Conditions Requirements:

• General office environment
• Moderate lifting (to 35 lbs.) required
• Moderate reaching, walking, sitting and standing required

Equipment Used:

• General office equipment

  External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.